Manager, Customer Outcome Management

🕒 4 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $70.000 - $80.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

👻 Score fantasma 2%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Por que essa pontuação:

• Aberta há 4 dias.
• As vagas desta empresa costumam ser preenchidas em 42 dias.

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FMX

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🏭 Manufatura

🏥 Saúde

🏨 Hospitalidade

Manufacturing • Healthcare • Hospitality

A FMX é uma fornecedora líder em soluções de gestão de instalações e manutenção, projetadas para otimizar processos, aumentar a produtividade de ativos e fornecer insights acionáveis para eficiência operacional ideal. A FMX atende uma ampla variedade de indústrias, incluindo educação K-12, ensino superior, governo municipal, manufatura, restaurantes, gestão de propriedades, saúde e organizações religiosas. Seu software abrangente conta com módulos para gestão de instalações, gestão de manutenção, gestão de ordens de serviço, manutenção preventiva, manutenção de equipamentos e gestão de inventário. Com foco na facilidade de uso e no suporte ao cliente, a FMX ajuda organizações de todos os tamanhos a otimizar suas operações de manutenção e reduzir custos, tornando-se uma escolha confiável para necessidades de gestão de instalações em vários setores.

Descrição

• Recruit, develop, mentor, retain, and directly manage the Customer Outcome Manager team • Own retention, adoption, and satisfaction outcomes across the COM book of business • Conduct weekly one-on-ones covering account health, renewals, and professional development • Conduct bi-annual performance reviews and support coaching and skill-building • Escalation point for at-risk accounts and complex customer situations • Coach COMs on executive customer relationships and communicating FMX value • Partner with Account Management and Sales on upsell and cross-sell opportunities • Monitor account health and usage trends and report retention risk and performance to leadership • Align COM processes, playbooks, and best practices across segments with the Manager of Enterprise Customer Management • Partner with CSMs to ensure smooth implementation-to-post-implementation handoffs • Identify and implement improvements to retention and adoption strategy • Ensure meetings, follow-ups, and account records are maintained in Planhat, Salesforce, and other systems • Support hiring, onboarding, and training as the team scales • Dedicate approximately 30% of time to strategic projects and cross-functional work and 70% to direct team management • Travel to customer events as needed

🎯 Requisitos

• 4+ years of experience in customer success, account management, or a similar client-facing SaaS role, focused on retention and adoption • 2+ years of people management experience, ideally leading customer-facing teams • Proven track record of improving retention, renewal, or customer health metrics • Proven ability to coach and develop team members at varying experience levels • Ability to build rapport with customer executives and decision-makers • Ability to analyze usage data and account health trends and translate them into action • Knowledge of FMX software or ability to ramp up quickly • Experience with Salesforce, Planhat or similar customer success platforms, and Microsoft Excel • Excellent written, verbal, and presentation skills • Strong negotiation skills • Strong organizational and prioritization skills • Flexibility to occasionally work outside FMX standard operating hours • Alignment with Excellence, Teamwork, and Integrity • Ability to travel to customer events as needed

🏖️ Benefícios

• Significant influence over product direction and company future • 100% company-paid health, dental, vision, long- and short-term disability, and life insurance • Remote-first work arrangement with office access as needed • Annual all-company event • Free snacks, beverages, and office kegerator • Company-sponsored laptop and headset • Up to $500 home office equipment, furniture, and accessories stipend • $60/month home internet allowance • Generous PTO and UTO policies • Flexible schedule • Collaborative, transparent, continuous-improvement culture • 401(k) • Company Performance Bonus eligibility

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